Principal Consultant - Zendesk presso TTEC Digital

We are looking for an experienced Zendesk professional who can lead the design, configuration, and optimization of Zendesk implementations across complex business environments. This role requires both strategic thinking and hands-on expertise in leveraging Zendesk to drive excellent customer experiences, process efficiency, and business insights.

·        Lead end-to-end design, implementation, and optimization of Zendesk Support, Guide, Chat, Talk, and Explore.

·        Collaborate with business stakeholders to gather requirements and translate them into scalable Zendesk solutions.

·        Develop custom workflows, automations, triggers, macros, SLAs, and reporting dashboards.

·        Integrate Zendesk with third-party platforms like CRMs (Salesforce, HubSpot), telephony, chatbots, or custom APIs.

·        Create and maintain documentation related to system configuration, processes, and best practices.

·        Train and support internal teams and agents on effective Zendesk usage.

·        Drive continuous improvement through data analysis, user feedback, and system audits.

·        Ensure system governance, data integrity, and adherence to security/compliance standards.

·        5–8 years of hands-on experience working with Zendesk in a configuration, consulting, or admin role.

·        Strong knowledge of Zendesk Suite products and best practices.

·        Experience in system architecture and solution design for customer support platforms.

·        Proven experience with workflow automation, business rules, ticketing flows, and reporting.

·        Familiarity with Zendesk APIs, integrations, and middleware platforms like Zapier, Workato, or Mulesoft.

·        Experience in user training, stakeholder management, and cross-functional collaboration.

·        Strong analytical skills and ability to derive insights from support metrics and KPIs.

·        Excellent communication and documentation skills.

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the

exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

 

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

 

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.